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Faces of Nelnet: Ryan Zubrod, Solutions Center Supervisor, Customer Interaction Center

September 20, 2010

Interviewed by Dawn Knight, Western Regional Director, Nelnet Partner Solutions 

Ryan Zubrod, Solutions Center Supervisor, Customer Interaction Center

What are you most proud of with your department?

 Ryan Zubrod: I am most proud of my colleagues and feel very fortunate to work with a good group of people.  Also, I am proud to work for a company that cares a great deal for its employees. 

What has been your biggest work related challenge during the past 12 months?  

Ryan: In the past year we’ve brought several new processes to our team which presented challenges in balancing my time between the ‘normal’ day-to-day job duties for the team and developing the new procedures.  Although I found it challenging, I really enjoyed it, and the new processes have improved the customer experience. 

If a school were to ask you what it is you do for Nelnet that impacts them, what would you say?  

Ryan: A lot of times our team works with a borrower to come to a resolution with the school or for the school.  Many of the questions we receive from borrowers are about their loan balances or disbursement inquiries. 

What are the goals of your department?  

Ryan: Customers are #1, so we strive to present the best customer service to all of our customers.  I work in the escalation/research department, so my team aims to come to a fair resolution on all accounts. 

If you could be anywhere in the universe for New Year’s Eve, where would you be and why?  

Ryan: Initially, I was going to say that it wouldn’t matter as long as I was with friends, but if I HAD to choose, it would be Times Square. 

What is your favorite movie snack? 

Ryan: The basics: soda pop and popcorn. 

Name one thing that many people do not know about you. 

Ryan: A lot of people don’t know that I grew up on a farm in Nebraska. My dad grew corn and raised hogs.  Dad put me to work during harvest time, which was my favorite time of year.

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